Frequently Asked Questions

Customer Service is available to answer your questions by phone at 732.512.1222 or toll-free at 888.277.0282 (M-F 8am-6pm ET). After hours and on weekends, please e-mail customerservice@medpluspro.com.

I currently phone in my orders. How do I order online? If you have ordered from Medplus by phone, fax or through the mail, you already have an account with us and are automatically registered. If you need your account number or a password, call us at 888.277.0282 (M-F 8am-6pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to customerservice@medpluspro.com.

I need or forgot my password or account number. If you need your account number or a password call us at 888.277.0282 (M-F 8am-6pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to customerservice@medpluspro.com. After your identity is verified, your password will be provided.

Is your site secure? We understand that you may have concerns about using your credit card to make online purchases. At medpluspro.com we utilize a digital certificate from Comodo Group, Inc., a leading provider of Internet trust services. When you enter a secure portion of the site (any page that shows your account information), you will see a closed lock or a solid key in your browser. This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 128-bit encryption technology security protocol. This is widely used by the banking industry as well as major e-commerce sites on the Internet. All of your ordering information is encrypted using this secure server for maximum security.

How do I know if you've received my order? After you have placed an order, a record of the order with the confirmation number will appear on our web site. Simply login, go to the My Account menu and select Track My Orders. Orders listed here have been received. You will also receive an email with the order summary and confirmation number.

When will my order ship? Standard, in stock orders placed M-F by 4pm ET, will be shipped the SAME DAY. We do not ship products on Holidays or weekends. Standard, in-stock orders received during the weekend will be shipped the following Monday. Orders received on Holidays will be shipped the following business weekday. Exceptions include: • Drop ship items shipped directly from the manufacturer. Delivery times will vary. • Ship-on-ice (SOI) items require refrigeration and are shipped Monday through Wednesday only to allow arrival within 1-2 business days.

My Account

I currently phone in my orders. How do I order online? If you have ordered from Medplus by phone, fax or through the mail, you already have an account with us and are automatically registered. If you need your account number or a password, call us at 888.277.0282 (M-F 8am-6pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to customerservice@medpluspro.com.

What are your online features or the benefits of registering? • Browse our product catalog • Place online orders 24/7 • Track the status of any order • Chat with a Customer Support representative M-F, 8am-8pm ET (coming soon) • Check your open balance and make online payments (coming soon) • Take advantage of web-only and manufacturer-direct specials • Download informational materials and view product videos • Check our Trade Show schedule • Get access to WebTools that can help streamline your online ordering process • Get the latest news about issues that impact your practice, service or organization • Easily edit or update your account information without having to make a phone call

I need or forgot my password or account number. How can you help me? If you need your account number or a password, call us at 1.888.277.0282 (M-F 8am-8pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to customerservice@medpluspro.com. After your identity is verified, your password will be provided.

How do I edit my account information? Login to our website and go to the My Account menu. Select View/Edit Account Information. Once the necessary changes have been made, select SAVE at the bottom of the page to ensure that these changes are saved. To edit your shipping and billing addresses, login to our website and go to the My Account menu. Select View/Edit Shipping & Billing Addresses. Once the necessary changes have been made, select SAVE ADDRESS at the bottom of the page to ensure that these changes are saved.

Product Information

How do I request a catalog? Select Request a Catalog in the Customer Service menu of our site. Make sure the fields for your name, address, telephone number, and e-mail address are filled. You can also call Customer Support at 1.888.277.0282 (M-F 8am - 8pm ET) to request a catalog. Please allow 3-5 business days for delivery.

I have an instrument or piece of equipment that needs to be repaired. What should I do? All instruments and equipment in need of repair are returned directly to the manufacturer. Please call Customer Support at 1.888.277.0282, (M-F 8am - 8pm ET), and ask for the phone number of the manufacturer of the item. As a distributor, Med-Plus, Inc. does not offer a warranty, either expressed or implied, for these products.

How do I get MSDS sheets? MSDS sheets are available for download on our website. If an item has a corresponding MSDS sheet you will see a MSDS link in the product's additional information tab. Additionally, MSDS sheets can be requested by sending an e-mail to customerservice@medpluspro.com. Please include your account number. You may also call Customer Support at 1.888.277.0282 (M-F 8am-8pm ET).

Can I order prescription or DEA items? Prescription drugs can be sold to registered and fully licensed customers only. We must have a copy of your valid State license or Federal DEA registration on file. If you have moved or if you are a new customer, you can download a prescription authorization form by selecting Download a Prescription Authoirzation Form in the Customer Service Menu. Please fax the form to 732.512.1232. DEA controlled drugs cannot be shipped without verification and will be shipped only to the address shown on the DEA license.

What does Drop Ship, Ship on Ice, or Hazardous Materials mean? • Drop Ship Items: Drop ship items are products that are shipped directly from the manufacturer. Delivery times may vary between 3-6 weeks. Some manufacturers may add Drop Ship fees and freight charges. These fees may vary by manufacturer. • Ship on Ice Items: These are items requiring refrigeration. They are shipped separately from the rest of your order. These items are shipped Monday through Wednesday only so they arrive in 1-2 business days. There is a $6.95 per order fee to cover additional handling on these items that will be added to the customer's invoice. Refrigerated items cannot be returned.

• Hazardous Materials: These are items that the Department of Transportation has determined that require special handling. These items cannot be shipped via Overnight or Second Day Air. Hazardous material charges are the responsibility of Customer and will be added to the Customer's invoice.

Order Information

How do I know if you've received my order? After you have placed an order, a record of the order with confirmation number will appear on our web site. Simply login, go to the My Account menu and select Track My Orders. Orders listed here have been received. You will also receive an email with the order summary and confirmation number.

When will my order ship? Standard, in stock orders placed M-F by 4pm ET, will be shipped the SAME DAY. We do not ship products on Holidays or weekends. Standard, in-stock orders received during the weekend will be shipped the following Monday. Orders received on Holidays will be shipped the following business weekday. Exceptions include: • Drop ship items are shipped directly from the manufacturer. Delivery times will vary. • Ship on-ice items require refrigeration and therefore will be shipped Monday through Wednesday only to allow arrival within 1-2 business days.

How do I track my shipment? To track your shipments, login on our website, go to the My Account menu and select Track My Orders. Select the Order Number to display the date the order shipped, the type of carrier and the tracking (trace) number. Select the tracking number to track your shipment through the UPS website.

What is your backorder policy? All backordered items will be shipped immediately upon receipt from the supplier. In some cases where product will not be available for 90 days or more, your order may be cancelled. In the event your order is cancelled, you will be notified of the cancellation by e-mail.

Can I cancel my order? Orders are instantly transmitted to the warehouse for shipment and therefore difficult to intercept. If you have any questions, call us at 1.888.277.0282 (M-F 8am-8pm ET). After hours, you have the option of emailing us at customerservice@medpluspro.com.

Can I check my order history online? Yes. Login to our website, go to the My Account menu and select Track My Orders. Select an order number to see details, tracking numbers and the option to reorder the same products.

Payment & Billing

What are my payment choices? You may apply for a line of credit by filling out our Credit Application Form and faxing or mailing it to us, as directed on the form. Credit application forms can be downloaded by selecting Download a Credit Application Form in the Customer Service Menu. Standard terms are Net 30 Days. We also accept payments by VISA, MasterCard, and American Express. Checks and money orders are also accepted and should be sent to:

Is your site secure? We understand that you may have concerns about using your credit card to make online purchases. At medpluspro.com we utilize a digital certificate from Comodo Group, Inc., a leading provider of Internet trust services. When you enter a secure portion of the site (any page that shows your account information), you will see a closed lock or a solid key in your browser. This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 128-bit encryption technology security protocol. This is widely used by the banking industry as well as major e-commerce sites on the Internet. All of your ordering information is encrypted using this secure server for maximum security.

Will I be charged sales tax? Sales tax will be charged in the following states: NJ, NY.

I need a copy of my invoice. How can I obtain one? To obtain a copy of an invoice, call Customer Support at 1.888.277.0282, (M-F 8am-8pm ET) and provide the order or invoice number to the representative. You can also print a copy of your invoice from www.medpluspro.com. Just login on our website, go to the My Account menu and select Track My Orders. Select View Order, then select the Invoices Tab where you will have the option to print your invoice.

Do you accept purchase orders? Yes. Though not required, purchase orders are accepted.

When will my credit card be billed? Your credit card will be billed when your order is shipped. Your charges should appear on your next credit card statement.

Shipping & Returns

What are the shipping charges? The cost of shipment, if any, will be paid by Med-Plus Physician Supplies and added to your invoice. Additional charges may be levied for the following: • Below Minimum Order Amount • Per Box Fee • Refrigerated or Ship-On-Ice Materials • Hazardous Materials • Microbiology Products • Fuel Surcharge • Orders outside the contiguous 48 states

Orders for Alaska or Hawaii are shipped via UPS Second Day Air (except hazardous/ORM materials). Freight charges will be added for shipments outside the contiguous 48 states. Please call customer support for further information. Shipping charges are subject to change without prior notification.

Customer pays all shipping charges on special order drop shipments. Furniture and large equipment is shipped to your dock. Additional charges will be applied for lift gate service, inside delivery, or set up.

What are my shipping options? Med-Plus ships to all 50 United States. We currently do not ship internationally.

What are the shipping charges for UPS Overnight or Second Day delivery? For orders $300.00 or less and shipped within the contiguous 48 states, UPS Next Day shipping is available for $30.00, and UPS Second Day is available for $20.00. For orders over $300.00, standard publishing book rates will apply for UPS Next Day or Second Day shipping. As per DOT regulations, hazardous materials cannot be shipped via air delivery. Drop shipped items are sent directly from the manufacturer and standard published book rates for UPS Next Day or Second Day shipping will apply.

What do I do if I receive a damaged shipment? All deliveries should be inspected for shipping damage before accepting delivery. If damage has occurred, customer should note the extent of the damage on the freight bill and call Customer Support at 1.888.277.0282 (M-F 8am-8pm ET).

Med-Plus's responsibility for loss or damage ceases when the products are accepted by the carrier. When notified, Med-Plus will file a damage claim for the goods shipped, issue credit for the damaged goods, and ship replacement goods. All damage claims must be completed within 5 days of receipt of merchandise.

What if I open my package and find items defective? Should you receive incorrect, damaged or defective merchandise, please contact Customer Support, within 45 business days of invoice, at 1.888.277.0282, (M-F 8am-8pm ET).

What if I open my package and find items missing? Please report all missing merchandise to Customer Support, within 5 days of the invoice date, at 1.888.277.0282 (M-F 8am-8pm ET). Occasionally, cartons separate during shipping. Missing items should arrive within 1-2 business days. Any Controlled Substances missing from your order must be reported within 72 hours of receipt.

How do I return an item? To return an item, please follow the Return Policy Instructions at the bottom of the shipment Packing Slip.

You have five (5) days from the date of delivery to inspect the products and to reject any or all products, which are defective, or nonconforming. Products rejected shall be promptly returned to Med-Plus at Med-plus's expense; provided, however such Products are returned no later than forty-five (45) days from invoice date. Credit will be given for incorrectly shipped, damaged, or defective products. In order to receive full credit, returned products must be unopened and in salable condition. Special and custom orders are not returnable, but any defective parts will be replaced. Returns cannot be shipped C.O.D. Please be sure to include at least one of the following with any returned product: invoice number, order number and/or account number.

Are there items that I cannot return? The following products have restrictions or cannot be returned.

• All Rx returns must be requested by customers and approved by Customer Service within 7 days of invoice and the product returned to us within 15 days accompanied by a signed Prescription Drug Return Form. • All over-the-counter and prescription medications that don't meet date requirements must be reported within five (5) days of receipt and will then be verified through warehouse for stocked merchandise dating. • Controlled Substances • Diagnostic Test Kits • Discontinued Products • Drop Shipped or Special Order Products shipped from manufacturer • Expired Products • Hazardous/ORM Materials, call Customer Support at 1.888.277.0282 (M-F 8am-8pm ET). • Items Shipped on Ice or Dry Ice • Opened or Defaced Products • Used Instruments • Oxygen Tanks • Special or Custom Orders

What are the shipping charges for Drop Ship, Ship On Ice and Hazardous Items? • Drop Ship Items: Drop ship items are shipped directly from the manufacturer. Delivery times may vary and can be expected within 3-6 weeks. Some manufacturers will also apply Drop Ship fees and freight charges for deliveries and may vary by manufacturer.

• Ship on Ice Items: Any item requiring refrigeration may be shipped separately from the rest of your order. Items are shipped on ice Monday through Wednesday only and will arrive in 1-2 business days. Add $6.95 per order to cover additional handling. Refrigerated items cannot be returned.

• Hazardous Items: The Department of Transportation has determined that these items require special handling. These items cannot be shipped via Overnight or Second Day Air. Add $27.50 per order to cover additional handling.

Is your site secure? We understand that you may have concerns about using your credit card to make online purchases. At medpluspro.com we utilize a digital certificate from Comodo Group, Inc., a leading provider of Internet trust services. When you enter a secure portion of the site (any page that shows your account information), you will see a closed lock or a solid key in your browser. This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 128-bit encryption technology security protocol. This is widely used by the banking industry as well as major e-commerce sites on the Internet. All of your ordering information is encrypted using this secure server for maximum security.

International Sales

Which countries do you ship to? Med-Plus ships to all 50 United States. We currently do not ship internationally.

Med-Plus, Inc has been in the medical supply business for over 20 years. While our main warehouse is located in Edison, New Jersey, we provide service to doctors, hospitals and medical students all across the United States. This enables us to always negotiate the best price and pass the savings on to you!

We take pride in our customer service and will work with you to satisfy your needs. Whether you are a student purchasing items for a class or a physician opening a office, or rehabilitation facility, let Med-Plus service your needs. If there is any item that you are interested in that you do not see on our website, please contact us by email or call us toll free at 888-277-0282 and we will gladly locate it for you.